Customer Support Analyst at Facilityos

This is a hybrid position where you'll be required to be in office at least two days a week with the flexibility to work from home the remaining days if desired. About the Role FacilityOS is seeking a Customer Support Analyst to join our dynamic and growing team. In this role, you will play a critical part in ensuring a seamless customer experience by providing prompt and effective support. The ideal candidate is a strong problem solver with excellent communication skills—both written and verbal—and a customer-centric mindset. We are looking for a self-starter who is detail-oriented, technically curious, and adept at managing multiple priorities while maintaining high standards of service. If you thrive in a fast-paced environment and enjoy troubleshooting technical challenges, we’d love to hear from you. Key Responsibilities Customer Assistance - Proactively respond to customer inquiries and resolve issues efficiently via email, live chat, phone, and video meetings. - Accurately diagnose the root cause of customer concerns and provide effective recommendations to resolve them in a positive and timely manner. Technical Support Expertise - Act as a subject matter expert for technical support, troubleshooting issues related to FacilityOS products, hardware (e.g., iPads, printers, internet connectivity), the mobile app, and integrations with external software. - Provide clear and actionable guidance to customers and internal stakeholders. Cross-Functional Collaboration - Serve as an escalation point between the Customer Support team and internal departments such as Engineering, Quality Assurance, and Professional Services. - Reproduce and document reported issues in detail, ensuring clear communication with technical teams to facilitate resolution. - Maintain ownership of customer communication until the issue is fully resolved. Product Expertise & Internal Enablement - Develop deep expertise in FacilityOS products, services, and integrations to provide insightful recommendations and creative solutions to customer challenges. - Contribute to knowledge-sharing by creating training materials, process documentation, help center articles, and playbooks for both internal teams and customers. Process Optimization - Assist in refining and optimizing existing support workflows to enhance efficiency, performance, and scalability of the Customer Support team. - Identify and implement new processes to improve service delivery. Qualifications & Requirements Experience & Technical Skills - 2+ years of experience in a customer-facing role within a digital environment, preferably supporting enterprise-level clients with technical troubleshooting responsibilities. - Experience working with products that include hardware components or managing multiple web/mobile applications is preferred. - Strong understanding of computer networking, software, and hardware with the ability to troubleshoot internet connectivity (Ethernet, Wi-Fi, Bluetooth), software applications, and hardware such as printers, iPads, and mobile devices. - Proficiency with customer support tools, especially Zendesk and Microsoft Office Suite; experience or interest in AI-driven support solutions is a plus. Soft Skills - Strong problem-solving skills with a creative and adaptable approach to troubleshooting. - Excellent organizational and time management skills, with the ability to prioritize tasks and work iteratively. - Collaborative, team-first mindset, with the ability to work effectively across departments. - A natural curiosity for technology and a desire to understand systems beyond the surface level. - Exceptional patience and empathy when assisting customers, maintaining professionalism in challenging situations, and effectively de-escalating issues. At FacilityOS, we are committed to providing an exceptional customer experience while fostering a collaborative and innovative work environment. If you are passionate about technology and customer support, we encourage you to apply and become part of our team.